In 2015 we did introduce a booking deposit or ‘no-show deposit’. The reason was simple: to reduce the number of ‘no-shows’. Literally overnight, our non-attendance rate went down by 500%. However, we certainly do not wish to take your money. It simply sits in your clinic account and is yours to spend against any subsequent treatment or product purchase. Please note that the booking deposit amount may vary and for some appointments, a consultation fee will apply and be payable in full or in part, at time of booking. Some consultation fees are not redeemable on future treatment.

We have considered introducing this on a number of occasions. However, there are many factors that must be taken into account when booking a patient in for a specific issue or treatment. A software system would not be able to adapt to these factors which sometimes change in real time. Furthermore, our reception team performs diary management on a continual basis through the working day, to try and fit patients in for high-demand practitioners. They have a knack of juggling things around to avoid disappointing any patient of ours and an IT system simply could not do what they can do!

This is a common question asked of our receptionists. Our practice is underpinned by ethical pillars and one of these is DO NO HARM. A less melodramatic way of saying this is “doing the right thing by you”. As a business, it would be a lot more efficient for us to treat every patient when they come for their consultation. However, this would not serve you well at all. For some procedures, ‘thinking’ time is desirable or even essential. In some cases, we may aim to treat you at the same visit, but if you have more questions or the assessment takes longer than usual, your practitioner may advise that treatment should take place at the next visit. It is important that neither your consultation nor your treatment is rushed, to ensure a smooth, stress-free journey and excellent clinical outcomes.

As part of our clinical governance process, we aim to have a face photo of every patient which sits under your name on your clinical record. This helps to ensure that we have the correct patient in front of us when entering further information. It is also an insurance requirement, that we take before and after photos, for certain procedures e.g. dermal fillers.

Please do not worry about this. We really DO care about you and want you to enjoy your treatment. On a daily basis, we hear patients say “Is that it?” or “Why was I so worried about this?” after the treatment is completed. Anxiety is particularly centred around injectable treatments or Plexr. Having a clinical assistant significantly and positively enhances the patient experience. During dermal filler treatment, a vibrator device is applied near the injection site. This recruits nerves that can carry pain messages to the brain and makes them carry vibration messages instead, thereby reducing pain perception by the brain. Most patients report that this helps significantly. An ice roller is also used to reduce bruising risk and help numb the surface. Numbing cream will be used only when appropriate. The brand we use works within just a few minutes so you do not need to attend the clinic with cream on. Some procedures require more numbing time and you may need to attend much earlier if advised to do so, for this purpose e.g. Plexr or Morpheus8.